Distinguish service from automation
Customer metrics and AI operations are tracked separately to avoid misleading conclusions.
Quality & analytics
Manage conversations, AI decisions and workload in one framework.
Analyse volumes, service levels, resolutions, handovers, approvals, action errors and confidence distribution as distinct measures.
MYCH IQ / NOVERA
Quality & analytics
18–24 August 2026 · Customer service
All channels7 days
Requests handled2,196over 7 days
Service level93 %at 20 s · target 90%
First-contact resolution81 %of requests
Handling time4 min 12on average
Escalation rate6.4 %to a supervisor
Conversation quality
128 conversations evaluated
Average score4.5 / 5
Validated104
To review24
Recurring themes conversations
Unclear bill explanation34
Customer follow-up not tracked21
Overly formal tone in Dutch14
Handoff without a full summary11
Random sample · Last 7 days
AI operations
over 7 days
Autonomous resolutions58 % of requests
1,274Approvals requested6.6 % of requests
145Human handoffs33 % of requests
725Failed actions0.8 % of actions
17Confidence distributionThreshold 0.85
< 0.70
4 %
0.70–0.79
9 %
0.80–0.84
14 %
0.85–0.89
27 %
0.90–0.94
30 %
≥ 0.95
16 %
Below 0.85: approval or handoff.
Real timeVoice + chat · Snapshot at 11:24
Queued9
In progress14
Max. wait2:05
Demo · Fictional data
Service metrics with clear reporting periods
Conversation quality and recurring themes
Resolutions, handovers, approvals and failures
How it works
A clear process, from start to finish.
Understand recurring issues
Recurring quality themes reveal problems in responses, processes or handovers.
See the current state
The wallboard complements historical analysis with current queues, waiting times and availability.
The product in action
Watch the state change, not a decorative image.
The demo shows the information that appears, the rule that applies and the final state your team can use.
Demonstration with fictional data.MYCH IQ / NOVERA
Quality & analytics
18–24 August 2026 · Customer service
All channels7 days
Requests handled2,196over 7 days
Service level93 %at 20 s · target 90%
First-contact resolution81 %of requests
Handling time4 min 12on average
Escalation rate6.4 %to a supervisor
Conversation quality
128 conversations evaluated
Average score4.5 / 5
Validated104
To review24
Recurring themes conversations
Unclear bill explanation34
Customer follow-up not tracked21
Overly formal tone in Dutch14
Handoff without a full summary11
Random sample · Last 7 days
AI operations
over 7 days
Autonomous resolutions58 % of requests
1,274Approvals requested6.6 % of requests
145Human handoffs33 % of requests
725Failed actions0.8 % of actions
17Confidence distributionThreshold 0.85
< 0.70
4 %
0.70–0.79
9 %
0.80–0.84
14 %
0.85–0.89
27 %
0.90–0.94
30 %
≥ 0.95
16 %
Below 0.85: approval or handoff.
Real timeVoice + chat · Snapshot at 11:24
Queued9
In progress14
Max. wait2:05
Demo · Fictional data
Quality & analyticsDemo
One product language
Context stays available where your team needs it.
Each module uses the same fictional customers, statuses and control logic to show a coherent product, not a collection of dashboards.
AI SUPERVISION / AUTONOMY
Autonomy and permissions
Supervised
Every action is approved
Semi-automaticActive
4 autonomous actions
Autonomous
Subject to each action’s policy
| Action | Policy | Limit | Scope |
|---|---|---|---|
Retrieve an invoiceBillingrecuperer_facture | Autonomous | — | Read only |
Check a meter readingBillingconsulter_releve_compteur | Autonomous | — | Read only |
Send confirmationCommunicationenvoyer_confirmation | Autonomous | — | Customer’s language |
Close a ticketProcesscloturer_ticket | Autonomous | — | After resolution |
Change customer addressCustomer recordmettre_a_jour_adresse_client | Approval | — | Contract address |
Schedule a visitField serviceplanifier_intervention | Approval | < 30 d | Service area |
Offer goodwill creditFinancialgeste_commercial | Approval | ≤ €100 | Supervisor |
Issue a refundFinancialrembourser_client | Human only | Any amount | Human only |
Each action’s policy takes precedence over the global mode.
A human-only action never becomes autonomous.
Apply this process to your operation
Let’s discuss a real customer journey.
We start with your request, your rules and the exact point where a human must keep the decision.